AI-Driven Real-Time WFM Analyst

Flex; New York (NY); Hybrid; USD 92,000 - 115,000; Full time

Benefits offered by this job

Unlimited paid time off

Company equity

401(k) plan with company match

Job summary

Flex, a FinTech company based in New York City, is seeking a Workforce Management Real-Time Analyst to enhance the rent payment experience through AI-driven insights. This role focuses on operational validation and decision-making to manage real-time anomalies and staffing effectively.

The ideal candidate must have at least 2 years of relevant contact center experience, proficiency in WFM tools, and a Bachelor’s degree. Benefits include competitive salaries, unlimited paid time off, and a company equity program.

Qualifications

• 2+ years in a contact center environment, preferably with WFM Real-Time Analyst experience.
• Ability to interpret and validate AI-generated outputs — comfort with imperfect information is essential.
• Clear, concise communicator able to convey complex data insights to non-technical stakeholders.

Responsibilities

• Monitor and respond to real-time anomalies across all channels and BPO partners.
• Own staffing decisions and validate AI-generated recommendations.
• Drive reporting without it consuming your day, focusing on accuracy and context.

Skills

Contact center experience

WFM tools proficiency

Advanced Excel skills

Pattern recognition

Effective communication

Education

Bachelor's degree in Business, Statistics, Mathematics, Operations, or related field

Tools

Zendesk

Tymeshift

SQL

Job description

Flex, a FinTech company based in New York City, is seeking a Workforce Management Real-Time Analyst to enhance the rent payment experience through AI-driven insights. This role focuses on operational validation and decision-making to manage real-time anomalies and staffing effectively.

The ideal candidate must have at least 2 years of relevant contact center experience, proficiency in WFM tools, and a Bachelor’s degree. Benefits include competitive salaries, unlimited paid time off, and a company equity program.